[stordis-toc]
Introduction
Welcome to the STORDIS Support Portal guide!
To ensure timely resolution of technical issues, a structured escalation process is essential. The following escalation matrix outlines the response times and responsibilities at each support level based on the severity of the reported issue.
Escalation matrix
Escalation of faults is managed via the Open2Support Portal https://support.stordis.com/ based on the Severity Level.
If needed, the responsible support engineer or manager escalates as specified in the escalation matrix:
| Level | Severity 1 | Severity 2 | Severity 3 |
|---|---|---|---|
| Technical Support Engineer on Duty | 1 hour | 4 hours | 3 days |
| Technical Support Manager | 4 hours | 24 hours | N/A |
| Head of Technical Support Service | 8 hours | 48 hours | N/A |
| CEO | 12 hours | 96 hours | N/A |
Congratulations!
You'll also receive an email confirmation containing your unique ticket number for reference.
All future status updates and communications regarding your ticket will be automatically sent to your registered email address, keeping you informed throughout the resolution process.
Useful links
If you want to explore more topics, be sure to check out our other guides, including: